Elisa Morillo

Scaled Trust & Safety operations across content moderation, appeals, and enforcement. Built and optimised moderation and appeals workflows, training programs, and automated enforcement strategies, increasing automation coverage from ~10% to ~20% and reducing median appeal resolution time from ~15 hours to ~8.6 hours. Led the externalisation of high-risk Trust & Safety workflows (official authority and IP disputes), strengthening enforcement quality and decision consistency through governance, training, and QA controls. Improved QA accuracy from 85% to >96%, increased SLA compliance from 70% to 98%, reduced response times from 5 days to 13 hours, and significantly reduced company costs. Designed and implemented Wallapop’s first end-to-end Trust & Safety policy framework, including policy structure, category taxonomy, and enforcement standards. Built a risk-based enforcement matrix and scoring model, and led DSA and GPSR implementation.

Investigated and resolved time-sensitive regulatory requests and escalations across EU and US jurisdictions. Handled complex policy enforcement across multiple sensitive domains, including minor protection (CSAM), defamation, fraud and scams, animal welfare, misinformation, violent threats, and graphic or sexual content. Conducted jurisdiction-specific legal and regulatory analysis to translate local legal requirements into platform policy and enforcement decisions, including country-level content restrictions and withholdings. Supported multilingual policy enforcement and regulatory responses in English, Spanish, and German. Partnered closely with Legal and Trust & Safety teams to ensure consistent policy interpretation, escalation handling, and regulatory compliance.

Researched and analysed California legislation and public policy across criminal justice, housing, environmental justice, and food security. Maintained Assembly and Senate bill-tracking documentation and policy analysis materials. Drafted and disseminated policy documents for coalition partners and multi-level stakeholders. Supported operational workflows, QA, and compliance initiatives. Analysed social media manipulation, coordinated inauthentic behaviour, and mis/disinformation.